FAQ – Mountain Works

FAQ – Mountain Works

CONTACT US

QUESTIONS REGARDING YOUR ORDER

For questions about your order, you are very welcome to send an email to info@mountainworks.se and we will answer you as soon as possible. During sales and promotion periods, the handling time may take a little longer, but we always do our best to help you as soon as possible.

WHOLESALE & BUSINESS RELATED INQUIRIES

If you are a retailer or wholesaler and interested in selling any of our products or for other business related questions please contact info@mountainworks.se .

GENERAL AND ABOUT MOUNTAIN WORKS

Mountain Works was founded in Sweden in 2002. Our Swedish founders set out on a mission in to bring the best innovations down from the biggest mountains into the world of urban scenery. Ever since, we have created hyper functional fashion that inspires and empowers urban frontiers. You can read more about our brand here.

The garment has been packed and compressed for some time and needs a few hours to regain the volume and loft. You can help this process by shaking and puffing up the jacket to help the down become filled with air again. The jacket may have a special scent when you open the package but will disappear after a while.
In our garments we only use certified down made from Allied Feather, who is one of the leading producers of top quality down. Partnering up with them makes our production reliable, responsible and sustainable. Read more about their mission at: https://alliedfeather.com/. Controlling our supply chain is important for us. And our suppliers are all RDS certified. This means that a 3rd part controller from RDS checks and confirms our factories and confirming that we follow set standards for working under a Responsible Down label Read more about their work at: https://textileexchange.org/standards/responsible-down/.
At Mountain Works, we always strive to make better choices. The high quality fabrics are carefully selected with an aim to make your garment last over time. We follow the development of materials and the progress of the manufacturing process every season and thus we constantly increase our sustainability, as a brand, in our processes and in our products.
Unfortunately, not yet. Send an email to our customer service at info@mountainworks.se and we might be able to help you.
Yes! All our jackets already have extra fabric that is placed inside a small bag inside the jacket pocket, so that you can repair your jacket. If the bag with extra fabric is missing, please contact our customer service at info@mountainworks.se and we will help you.

SIZE GUIDE

The measurement chart of the product you are interested in is found on the product page in the web store. You can also find our size guides here.

All jackets in men's and women's models are normal in size and you can choose your usual size, depending on how you want it to fit. To read more about the fit of a particular style, we recommend that you check out the information on the product page for a specific product. All product pages include dimensions of the model and the size of the models on the product images. See our size guide and measure your body size to see what size your measurements recommend you buy.

The sizes are a bit larger in our unisex models, but you can usually choose your regular size (unless you want a slightly tighter fit). Check out our size guide and measure your body to find your size, there is also a table for which size to buy in the unisex jackets. To read more about fit on a specific jacket, go to the product page and read more about the fit. You can also see the model's dimensions and the size of the models on each product page.

CARE

Wash according to care instructions on care label.

Don’t mix clothes with different care instructions and keep dark, coloured and white garments separate when washing.

Wash at the temperature indicated on the care label or lower, as it’s the highest temperature permitted. If you are unsure always wash at a lower temperature.

Do not use too much detergent and don’t use detergents that contain bleach.

Garments with zippers, metal buttons or trims should not be left to soak.

Unless it’s indicated on the care label do not tumble dry garments.

When you take care of your Mountain Works down garment in the right way, the garment lasts longer. If you follow the correct steps below, you can ensure that your garment will continue to perform at its best, and ensure that you are warm, comfortable and dry.

1. CLOSE ALL ZIPPERS BEFORE WASHING

2. DO NOT USE FABRIC SOFTENER
Fabric softener contains chemicals that damage the waterproof membrane in the fabrics and drastically reduces the water resistance in the shell fabric.

3. WASH WITH GENTLE WASH IN 40 DEGREES CELSIUS

4. TURN THE JACKET INSIDE OUT BEFORE DRYING
This is important to get the down in the jacket completely dry. The shell fabrics in the jacket is often waterproof or water-repellent, which prevents the down from becoming dry if the jacket is not turned inside out.

5. PLACE IN THE DRYER WITH 3-4 TENNIS BALLS
The tennis balls helps the warm air to flow into the down ensuring that the down becomes dry and fluffy.

6. DRY AT MEDIUM HEAT UNTIL THE GARMENT IS COMPLETELY DRY

ORDERING

You can find a list of our retailers below:

JOEL & JOLINA Lilla Brogatan 23, 503 35 Borås

INDIVID NORDBY Nordby Köpcenter 1611, 452 92 Strömstad

UTOMHUS STENINGE Steninge Slottsväg 141, 195 91 Märsta

All prices are in local currency and include local VAT. We offer different payment options via Shopify Payments that can vary from country to country.

An email will be sent automatically to the email address you provided when ordering. If there is a problem with your order, our customer service will contact you.
You can send an e-mail to our customer service at info@mountainworks.se if you wish to cancel the order. If your order is packed and sent, we can unfortunately not cancel the order. You can then use the right of withdrawal when you receive the shipment. See the points below regarding returns and exchange.
Please send an e-mail to us at info@mountainworks.se. You will receive an answer within 24-48 hours on weekdays (Monday-Friday).

SHIPPING AND TRACKING

Please place your order before the end of the following dates according to your country of delivery:
• Sweden, Denmark, Finland, Belgium, Netherlands, Ireland, Germany, France, Spain, Greece, Estonia, Lithuania and Latvia: December 15.
• Norway: December 13 at 12.00.

We cannot guarantee delivery before Christmas but we will do our best to ensure your order is dispatched on time. Our recommendations are based on information from our delivery partners and should be considered recommendations only.

We ship to Sweden, Norway, Denmark, Finland, Belgium, Netherlands, Ireland, Germany, France, Spain, Greece, Estonia, Lithuania and Latvia. If it is not possible for you tobuy, it might be because we do not ship to your market. Please contact customer service at info@mountainworks.se to find out.

We have 39 SEK shipping fee on all orders. If you buy in another currency, the amount is calculated in your local currency. At checkout you can see all costs including the shipping fee.

SWEDEN AND INTERNATIONAL All our products are safely and quickly shipped with Postnord. Orders are processed Monday through Friday, 8 AM to 3 PM CEST, excluding major holidays, and are usually shipped 1-2 working days from when an order is placed. Delivery time is usually 1-7 working days but may differ depending on the country of destination. The tracking number will be sent to you by email. If you haven’t gotten an email within 4 working days from the time you placed your order please contact info@mountainworks.se. NORWAY All our products are safely and quickly shipped with Bring. Orders to Norway are processed on Tuesdays and Fridays. Your order has to be received by us before Monday at 11 a.m. to be included in Tuesday’s shipping, or Thursday at 11 a.m. to be included in Friday’s shipping. Excluding major holidays! When the order has been sent from our warehouse, an e-mail with delivery confirmation will be sent to your specified e-mail address. The package should reach you within 4-7 working days, depending on where you live in Norway. If you haven’t received the delivery within 7 working days, please contact our customer service at info@mountainworks.se. We can’t guarantee delivery within the specified time, but we do our best.
All our orders to Norway are sent with Bring and in connection with Bring’s notification, you have the opportunity to redirect your package and choose home delivery. When choosing a home delivery, there is an additional cost that must be paid directly to Bring. You as a customer must bear this cost and it is not refundable upon return! The price for redirection is controlled when you as the recipient choose to redirect the package, and the prices for home delivery redirection are: 57 NOK when ordering the redirection the same day you receive the message. 89 NOK when ordering the redirection after this. 42 NOK for each additional package sent together from the same sender.
It shouldn’t happen but sadly sometimes packages are lost, stolen, or damaged and if it does happen to your order, please contact the transport company and our customer support at info@mountainworks.se.
Once we have dispatched the order from the warehouse, you will receive a shipping confirmation email containing the tracking number. To track your order, paste your order number here: SWEDEN & INTERNATIONAL: https://www.postnord.se/en/our-tools/track-and-trace NORWAY: https://sporing.bring.no/sporing/

RETURNS AND EXCHANGES

The short version of our return policy:

You can return the product within 30 days of delivery. During the Christmas season, from November 16, we have extended the return right until January 10, 2023.

The product must be in new condition with the tags attached.

Want to change to another size? Return the product for a refund and order a new one.

Did you get the wrong item or is it damaged? Contact us and we'll sort it out.

We have free returns. A prepaid return shipping label is included in the package together with your products, please follow the instructions that are included in the package when you make a return.

If you’re not completely satisfied with your purchase – return the products within 30 days. During the Christmas season, from November 16, we have extended the return right until January 10, 2023.

A delivery note with return information and a return shipping label are included in the package together with your products. Fill out your details and put it in the package together with the item you are going to return and place the return shipping label on the package. Please use the same bag in which you received the products, as it can be resealed and thus minimize the environmental impact. If you live in Norway, please see answer further below.

Note: For returns please keep in mind that you can only drop off your return at a checkpoint that provides Postnord. Please always ask for a receipt of proof after dropping off your return at a checkpoint.

Returned items must be in new condition with original packaging and tags. Please avoid wearing perfume or deodorant that could leave marks or scent on the product while trying it on. We won’t be able to accept the return where these instructions have not been followed.

A delivery note with return information is included in the package together with your products. Fill out your details and put them in the package together with the product you are going to return. Before sending back the product, please contact us by e-mail at info@mountainworks.se and state the order number and which items are to be returned, what size and number of items to be returned. After that, we will send you a return shipping label via e-mail which you can print out and then place the return shipping label on top of the package and drop it off by the Bring checkpoint.
If you by chance did not receive a return shipping label or return note in your package, please contact customer service and we will help you. We do not stand accountable if you as a customer decide to NOT use the return shipping label made by us when returning your package. Products returned by cash on delivery are not approved by us. Upon approved return, a refund will be made as soon as possible. Refund will be paid to the same payment method you used for purchase.
We will process your refund as soon as we have received and inspected your return. You will receive an email confirming that your return has been processed. The funds will appear in the original account used to make the purchase. It generally takes between 2-5 weekdays until the return is refunded.
Fill out the form included in the package as with any return and place a new order with the preferred item. If you have bought a discounted item and want to change size, please send us an e-mail before you place your new order and we will help you. We do not have the opportunity to credit discounts afterwards on existing orders.
If the product is faulty, please contact us by e-mail at info@mountainworks.se and include the order number, pictures, and a short description explaining the fault and we will get back to you as soon as possible. We will send out a new return label for you to use if your reclaim gets approved. We do not approve products that are damaged as a result of daily use or products not purchased at our web shop.

TERMS AND CONDITIONS

Please read are Terms & Conditions carefully before ordering products from us. You can find our Terms & Conditions, Privacy Policy and Cookie Policy here.